The FCA’s recent review of board reports identified some key areas for improvement, especially when it comes to outcome reporting. Other reviews this year are likely to reinforce these requirements and highlight other shortcomings.
This webinar looks at outcome reporting in depth, starting with the areas for improvement identified by the FCA, looking at the gap between principle-based regulations and practice – and how these requirements need to be met by the business and incorporated into robust board reports.
We look at the need to report by vulnerable cohorts and explore how this can be done – correlating outcome data with vulnerability data. We also look at the marketing advantage of being able to demonstrate good outcomes and how data focused on customers’ opinions differs from real outcome data – and the role both can have.
We’re joined this month by Jess Trueman, from Smart Money People; Jess is a leading voice in supporting vulnerable people.
Jess Trueman
Jess is a highly regarded financial services professional with over ten years' experience in the industry. Since joining Smart Money People in December 2021, she's taken the lead on initiatives to support vulnerable customers, and raised awareness of the company's Mortgage Lender Benchmark report – the industry's largest broker feedback survey. Prior to this, Jess held key roles at an insolvency company and the UK’s fastest growing investment firm. Recognised as one of the mortgage industry’s Elite Women of 2024, Jess is a passionate advocate for women’s health and an active supporter of Lady Talk Matters, championing greater awareness and understanding of women’s health issues.
Martin Grimwood
Martin is a director at FWD Research, a financial services consultant and consumer protection champion. During 30+ years in financial services market research, Martin has held senior roles at ORC International, Kantar, GfK and Ipsos. For 10+ years, he has specialised in consumer protection research – working with the FSA and FCA on TCF, RDR, vulnerability guidance and, more recently, Consumer Duty.
James Edmonds
Consumer Duty consultant at MorganAsh. James works with firms in the financial services sector, to help them understand and overcome the many customer vulnerability challenges with the FCA’s Consumer Duty regulations. James has extensive knowledge in customer experience, of which identifying, supporting and communicating with vulnerable customers is a key component. James has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.